Thesis On Customer Satisfaction

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Introduction Chapter One Introduction 1.1. Introduction "The current trend in healthcare delivery is to work towards providing ‘people-centered’, healthcare that puts the client at the center in the health delivery system. This means that clients’ views and evaluation of services provided are critical in providing feedback for improving the quality of care provided" (Health Boards Executive, 2003). The Client's satisfaction is the level of satisfaction that customers experience after using the service. Thus it reflects the gap between the expected service and service experience, according to the client's opinion. Measuring client's satisfaction has become an integral part of strategies…show more content…
It is a short-term position that can easily change what constellation of circumstances. Therefore, satisfaction is not a fixed idea and it changes as soon as the customer find the best deal that meets his expectations. In this perspective, companies must focus on customer satisfaction and the study and determine as soon as possible the level of customer satisfaction, to adjust the products to customer needs. In fact, customer satisfactions are of great importance for the future of the institution and are seen as the basis to secure market position and achieve the other goals of the institution (Koraus, 2002, p.13). "We started talking about quality since the beginning of the industrial renaissance and accompanied by competition between stakeholders in the process lost the consumer tendency to compare and choose the best goods. Satisfaction is defined as a psychological situation, which upshots when the surrounding emotion disconfirms expectations are combined with consumer's prior feelings about the consumption experience" (Oliver,…show more content…
Adequate treatment of common illnesses and injuries 8. Provision of essential medication. (WHO,2003) The Approach to health beyond the traditional health care system focuses on health equity-producing social policy. This study would have an important input in assessing the level of clients' satisfaction on outpatient as well as inpatient health care services. It identifies the factors affecting the clients' satisfaction, and provides a recommendation on an improved health service delivery that will be helpful to fill research knowledge gaps which ultimately contributes to enhance quality of patient services in the primary health care centers and improve the level of clients' satisfaction (Birna, 2006). 1.5. Importance of the study The Study aims to determine the satisfaction and services provided for clients who visit the primary health care centers in Baghdad City, and to know the extent of clients' satisfaction who visit the primary health care centers, and services provided for
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